Secondary Data Review of SERVQUAL Studies

Secondary Data Review of SERVQUAL Studies Doug Hass RES341 Ms. Janine Garrard 4 February 2004 guest aid and its Effects on Customer Retention at ImageStream decision maker Summary of Original Proposal ImageStream meshwork Solutions, Inc. is a privately held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for network and Internet applications. ImageStream products ar used by Internet attend providers (ISPs), governments, schools, and businesses in to a greater extent than 75 countries around the world. As ImageStream moves toward its next decade, foodstuff forces use up it, deal most high technology companies, to be abstain and responsive. ImageStream faces a competitive market placeplace differentiated change magnitudely less(prenominal) by features and functionality and more by quality client overhaul and guest retention management. The study and development of customer aid techniqu es and customer retention management programs has blossomed into its own industry. This increasing revolve about on customer satisfaction is not surprising, tending(p) the positive correlation between happy customers and successful companies illustrated in countless marketing research studies. This penning highlights SERVQUAL research relate to the framework of attend to quality, the positive and negative impacts of service quality, and the meat of favorable and untoward customer intentions on perceived quality.

This melodic theme will canvass research conducted by the original SERVQUAL authors, as well as follow-on studies commenting on the orig! inal methodology. The references enclosed include a outline of all references used in researching this project, whether or not they are quoted in this particular paper in the series. Background This paper examines customer retention at ImageStream from the context of customer service quality. As a company seeking to pulp market share and maintain a burgeoning customer base, ImageStream focuses on customer retention as a key persona in remaining viable in the market. Weinstein and Johnson (1999) recommend that companies like ImageStream should... If you necessity to get a full essay, order it on our website: OrderCustomPaper.com

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